Callbell supports WhatsApp outbound calls, allowing businesses to initiate voice calls with customers. Because outbound calling is regulated by Meta, calls can only be made after obtaining explicit user permission.
This article explains how outbound calls work, how permissions are managed, and which limitations apply.
Enabling Outbound Calls
Before you can make outbound calls, the feature must be enabled in your Callbell dashboard. You can enable it here.
How to send a call permission request
Once call is enabled, the agent can send a call request by hovering the mouse cursor on the call icon. A call permission request can be sent in the following ways:
- As a free-form message within the 24-hour customer service window
- As a WhatsApp message template (pre-approved by Meta) if the 24-hour window has expired.
- Templates to request WhatsApp call permission can be created in the template section.
When the user receives the permission request, they can choose one of the following options:
- Allow permanently
- Allow temporarily (7 days)
- Deny
In addition to replying to a message, users can also manage call permissions directly from the business profile on WhatsApp.
From there, they can allow or revoke calling permissions without responding to a specific request message.
Call Permission Expiration
A call permission request is valid for a limited time and expires automatically in any of the following cases:
- The user interacts with a new call permission request from the business
- 7 days after the permission was accepted or declined
- 7 days after the request was delivered if the user does not respond
Once a permission expires, a new permission request must be sent before placing outbound calls.
Requests and calls limits
To ensure a good user experience, Meta enforces limits on both permission requests and outbound calls.
Limit to send call permission requests:
- Maximum 1 permission request every 24 hours
- Maximum 2 permission requests within 7 days
These limits are reset when any call is successfully connected between the business and the user.
Limit to call the user:
It's possible to make a maximum of 100 outbound calls every 24 hours per phone number.
If outbound calls are repeatedly not answered or are rejected:
- After 2 consecutive unanswered calls, WhatsApp displays a system message suggesting the user reconsider the approved permission
- After 4 consecutive unanswered calls, the permission is automatically revoked ❌
The user can choose to grant permission again at a later time.
Impact on the 24-Hour Customer Service Window
With the introduction of WhatsApp Calling APIs, calls also affect the 24-hour customer service window.
The window is open in the following cases:
- When a WhatsApp user calls your business, regardless of whether the call is answered
- When a WhatsApp user accepts a call initiated by your business